Immediate Response Plumbing & Rooter Service

We have contacted the consumer and arranged for a restoration company to remove, replace and repair items with secondary water damage That company has already met with her and after speaking to the consumer she is satisfied with the resolution

In response to the latest correspondence, we stand behind the findings of our first technician. The electrical wire on the water heater is defective and is consistant with rodent chews as previously stated. Our service supervisor did detect a defect in the wire during his inspection. As previously mentioned we were simply sent out be American Home Shield to do a "second opinion" and that is what was done with our findings reported to AHS. AHS has the final decision on all "second opinion" dispatches

Complaint: ***
I am rejecting this response because: Apparently the owner of Immediate Response has not even bothered to speak with his own Service Supervisor regarding his findings The supervisor was sent out the day after I went in person to their offices to try to resolve the matter On his visit to inspect my water heater, Ralph, the supervisor, did NOT find any evidence of a rodent infestation OR ANY CHEW MARKS on the wire! He found nothing to support the technicians claim that started all this problem! Therefore, I cannot NOT accept Mr***'s response…as it is NOT an INFORMED response based on the evidence available to him This lack of concern about a claim against his company can only lead to more incompetence on the part of his company
Regards,
*** ***

Our company was dispatched to the home per the request of American Home Shield to perform a "second opinion" on a water heater in an attic space. Upon arrival our plumber found a defect on a water heater wire consistent to a rodent chew. American Home Shield required our plumber to call
in for authorization. American Home Shield denied coverage and our plumber left the home

Complaint: ***
I am rejecting this response because: The company has responded to my request of repairing the secondary water damages only However, the issue has yet to be resolved and the work has not been completed.
Regards,
*** ***

Complaint: [redacted]
I am rejecting...

this response because: The response does not address the two issues: (1) the $75 fee is not owed because the service call should have not occurred. The business needs to be held accountable for their mistake as they should not have sent anyone to my home for something they could not fix. I described the exact issue over the phone and was told by Immediate Response Plumbing they could fix the issue which was incorrect. The second issue is how unbelievably unprofessional and rude the situation was handled by the office manager.  Neither issue was addressed in the reply. 
Regards,
[redacted]

Yes we have spoken to the homeowner and she stated that we were responsible for damages to her granite.  We ask her to kindly file a claim with her insurance company and then they would contact our insurance company so that the adjuster could be sent to inspect the damages.  She became...

very upset when ask to follow insurance procedure.  At this time we do not feel that we are responsible for the damage she is claiming so we wanted a third party to inspect.

We have contacted the consumer and arranged for a restoration company to remove, replace and repair items with secondary water damage.  That company has already met with her and after speaking to the consumer she is satisfied with the resolution.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted] The home is a rental property and is not covered under rental dwelling policy.

Tell us why [redacted]><font face=[redacted]>We are more than happy to honorour warranty, however the customer is refusing to allow us to excavate the areato check our work because if it is NOT related to our previous repairs...

therewill be a fee for exaction of $395 she said she will not pay anythingregardless if this is a new leak. This customer has had multiple leaks and wehave given estimates to replace the entire water service but she has refusedreplacement and only wants to do spot repairs.[redacted]>here...

Our insurance company has spoken with the owner and they have made their decision.

The customer was given pricing well before this job was started. At no time was the customer prevented from getting other estimates for the work we did.  At no time was the customer given any type of hours or material estimates we are a flat rate company we are not a time and materials company....

Upon completion of the job all contaminating debris which had been released into the domestic water system, as a result of the water softener failing, had been eliminated and all fixtures were flowing as designed. As well as all parts needing to be replaced had been replaced.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
The company still did not adhere to itswarranty in that they were charging for excavating a hole that they had already dug and I had already paid for excavating.  However, the problem no longer exists since another plumbertook care of digging and replacing their work.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I received a call from the company's insurance adjuster and he states the company is denying damages.  They will not investigate or come out to the home. Pretty much the claim is closed. I'm sure I am not the first to file a claim[redacted] must know the procedures. Insurance company will not take action if Immediate Response Plumbing doesn't agree to damages. By the pictures I've submitted there were no damages before removing faucet. 
Regards,
[redacted]

We apologize for any unprofessional customer service experience you may have experienced with any of our employees.  Issues regarding your service request through [redacted] should be directed to them at [redacted].  Again the $75 service fee was NOT PAID to our company.  We have made [redacted] aware of your complaint. Since no payment has been received by Immediate Response Plumbing we do not understand what resolution you are  seeking.

Complaint: [redacted]
NO, I do NOT accept this response…but I'm not sure if there is anything else I can do other than let it be known that this is NOT a company that anyone should deal with…..especially if the owner….who NEVER came out here….NEVER would speak with me…..and DID NOT LISTEN TO HIS OWN SERVICE MANAGER'S OPINION…based his opinion on a technician who DID NOT FOLLOW THEIR COMPANIES policy of taking photos to document his "findings…"    It is obvious that the owner does not care about the reputation of his company.    I hope my complaint will stay in their file.  I don't have any idea how this works, but will be very disillusioned with Revdex.com if this is not at least kept where other potential customers can read about Immediate Response.  Thank you,   [redacted] ###-###-####I meant to add that the reason I feel I am so correct is that I had 5 other service technicians look at the wire and NONE thought it was consistent with a rodent chew!!!  Matter fact they all laughed at the thought….including Immediate Responses own service manager!!!   And I have pushed this point because his report went into my file at American Home Shield and has caused me a huge problem.  I would think the owner would want to find out if his technician was correct…or just plan ignorant!!!!    So to just clarify …..I DO NOT accept their response.   Thank you for you help,  [redacted]

Dear Mr. [redacted],As per your request I would like to apologize for any inconvenience or lack of communication on the part of our technician on the recent visit to your home.  After speaking  with the technician I believe he was trying to let you know that due to well situation he did not have...

the "well" operation experience to shut the water on or off.  Also, he felt that due to the condition of the tub valve that a replacement was a better option than trying to repair.  I regret that your experience with our company was not positive.  I appreciate the comments and concerns and will use them to better serve our customers in the future.Sincerely,[redacted]  [redacted]Immediate Response Plumbing & Rooter Service, Inc.

The customer did not pay the $75 service fee.  As per our agreement with [redacted] we respond to each request for service and schedule with the customer.  [redacted] is made aware that the customer did NOT pay the $75 service fee.